Job Description

The Health and Wellness Clinical Support Team (HAWCST) supports Advanced Practice Clinicians (APCs) in the HouseCalls and Complex Care Management businesses by providing telephonic consultation to plan members and their healthcare providers in a call center environment, receiving and processing orders, providing member education on disease process, and coordinating care of members with other healthcare professionals. This team includes certified medical assistants, licensed practical nurses, nurse care managers, pharmacists and social workers.
The Licensed Practical Nurse (LPN) will report directly to the Supervisor of Clinical Operations of HAWCST. The LPN provides telephonic support to members and healthcare providers. They work to ensure members receive quality customer service by addressing questions and concerns, identifying the appropriate parties to triage calls to, entering urgent referrals into the electronic medical record (EMR) and other administrative tasks. The LPN will also play a supportive role to Nurse Practitioners (NPs) in the house call program. The LPN supports the clinical operations team by entering, processing and tracking the medical needs of the member.
Youll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities
* Resolve concerns for members, providers, and APCs, triaging to the appropriate discipline when necessary (Dietitian, Nurse Care Manager, Pharmacist, Social Worker)
* Enhance the experience of both internal and external customers by providing excellent customer service
* Serve as a bridge between healthcare providers and members to answer questions/address concerns related to member care
* Retrieve and respond to voicemail messages, triaging as need
* Call members and/or providers with laboratory and/or test results as needed
* Access health plan portals to verify benefit eligibility/benefits for patients and seek additional information as necessary
* Obtains medical records when requested by a provider
* Perform data entry and complete documentation of calls
* Perform data entry into the EMR utilizing information from an electronic or hardcopy source (referred to as the ISNP Backfilling process)
* Input/update patient PCP/demographic into EMR and computer database systems
* Enter internal referrals to Social Work and Case Managers and locate community resources for members as directed by providers
* Uploads Informed Consent, ROI, POA, and other documents as necessary into EMR
* Enter/process/track patient referral data (e.g., medical services, radiology, durable medical equipment, lab orders, specialist referrals) and follow up until completion
* Generate reports on patient data through relevant computer systems/applications
* Review/analyze patient data reports (e.g., discharges, hospital admissions/readmissions, skilled nursing facilities) and follow up as necessary
* Manage internal health plan mailboxes/task boxes in the EMR
* Ensures PCP communication via auto fax or manual fax of visit notes
* Demonstrate understanding of Federal privacy regulations (e.g., HIPPA) and safety guidelines/practices (e.g., OSHA)
* Ensure that all phone interactions meet quality standards set by the department
* Participate in and contribute to staff meetings and other staff development opportunities and interdepartmental work groups
* Provide cross-coverage support across the team support and assist with special projects, as needed
* Work with Supervisor to identify system improvements that could be made to drive operational advancements and efficiencies
* Assume other duties as assigned by Supervisor or Manager

Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications
* High school diploma or GED
* Current and unrestricted compact LPN licensure

Preferred Qualifications
* Bachelors degreepPreferred in nursing, health education, nutrition, exercise physiology, or closely related field)
* Experience in call center customer service
* Intermediate level of proficiency in PC-based word processing and database documentation (Microsoft Word, Excel, Outlook)
* Bilingual

Soft Skills
* Strong organizational skills
* Strong verbal and written communication
* Ability to apply critical thinking skills to prioritize and perform responsibilities to meet deadlines
* Strong interpersonal skills
* Ability to work well with a team and maintain a positive attitude.
* Adaptable to rapidly changing priorities
* Ability to be flexible, open to new ideas
* Demonstrate a willingness to take on new responsibilities
* Ability to type 30-40 words per minute

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90 of our non-clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.
You can learn more about all we are doing to fight COVID-19 and support impacted communitiesclick here.
* All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.
Colorado Residents OnlyThehourly range for Colorado residents is $17.12to $30.34. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirementsHealth, dental, and vision plans wellness program flexible spending accounts paid parking or public transportation costs 401(k) retirement plan employee stock purchase plan life insurance, short-term disability insurance, and long-term disability insurance business travel accident insurance Employee Assistance Program PTO and employee-paid critical illness and accident insurance.

Diversity creates a healthier atmosphereUnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywordsnursing, remote, work from home, work at home, WAH, WFH, hiring immediately, #RPO

Requisition Number:931924

Business Segment:ECS – Care Services

Employee Status:Regular

Job Level:Individual Contributor

Travel:No

Country:US

Overtime Status:Non-exempt

Schedule:Full-time

Shift:Day Job

Telecommuter Position:Yes